Request Tracker 4 released!

Here are some major technology news – Request Tracker 4 is released!  For those of you not in the know, Request Tracker is an open source ticketing system developed by the company called Best Practical Solutions LLC.  Request Tracker, or RT for short, is one of the most flexible pieces of software I’ve seen in my life.  It’s also an excellent example of software design and architecture for those who are into that.  I’ve used Request Tracker 3, the previous version, for anything from personal task and document management through to a large installation with a 100+ concurrent users and a 1,000,000+ tickets database.

New features in version 4, according the website, include the following:

  • Lifecycles
  • Mobile device interface
  • Branding and theme editor
  • Quote-folding in replies and comments
  • Articles integration based on RTFM
  • Easy full text search
  • Autocomplete of owners and requestors
  • Better HTML mail display
  • Easier and more efficient navigation menus
  • Refreshed ticket create and update pages
  • IP and Date/DateTime custom fields
  • Dropdown and radio list custom field display types
  • Finer-grain ticket-level control of notifications
  • Much improved rights management UI
  • Loads of performance improvements and bug fixes

Continue reading for the full text of the email sent to rt-announce mailing list.


from Kevin Falcone <falcone AT>
sender-time Sent at 22:05 (GMT-04:00). Current time there: 3:17 AM. ✆
reply-to rt-announce AT
to rt-announce AT
date Thu, Apr 28, 2011 at 22:05
subject [rt-users] [Rt-announce] RT 4.0.0 Released
mailing list
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Today we’re releasing RT 4.0.0.  This release represents over a year of hard work and more than 2000 commits.  With a new major version number, we took this opportunity to tidy up some of the older bits of RT and allow us to grow features through the RT 4 series.  We hope you’ll find it a worthy successor to RT 3. 

Many, but not all, of our new features are the result of work done for clients.  Enhanced full-text search, the integration of RTFM as Articles, refreshed ticket create and update pages, better control of ticket notifications, Lifecycles, and quote-folding of emails in ticket display all began life as extensions we built for clients.

We’ve also heard your requests in the form of feature requests, bug reports and patches and they’ve driven our new theme for RT 4, a new logo and theme editor, new custom field types and display options, the mobile UI and reorganized and revised documentation.  As a result of your feedback, we also fixed hundreds of bugs and improved performance.

With so many changes by 16 authors over the course of a year, it would be hard to summarize everything we added, fixed or improved.  Over the next few weeks, we’ll be posting a series of articles on what’s new in RT 4.0 to  A list of new features in RT 4.0 is also available at

If you’d like to explore all of the changes we’ve made in the run up to 4.0.0, visit


SHA1 Sums

b2cf8d2ceb8bf97e5eeb08cb7d05760ca148df9f  rt-4.0.0.tar.gz
5a6b04bf9bb6437b74138bc6ad7eabae39d36e6d  rt-4.0.0.tar.gz.sig

We’ve done our best to ensure that upgrading from RT 3 to RT 4.0 will be as smooth as possible for you.  If you have questions as you upgrade, please don’t hesitate to write to rt-users AT for community support.  If you’d rather have professional support from the folks who built RT, drop us a line at sales AT

We’ve talked our sales team into including free basic upgrades from RT 3 to RT 4 if you sign up for a new RT 4 support contract within the next two months.  The new RT 4 support contracts are less expensive and come with lots of great new features.

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